What strategies should IT departments maintain focus on to provide internal customers with great service?


850 views4 Comments

CIO in Finance (non-banking), 51 - 200 employees
It’s about removing friction and barriers. One way we did that was shipping you a laptop—when you open it up out of the plastic you get that cool feeling. When you turn it on and put in your credentials, suddenly it recognizes that it's you, and all your birthright apps, etc., are already there. If you can produce magic like that, especially at scale, that's like marketing.

It sends the message that we care about experience and we care about your time. And if you do need to call IT or get help, then it’s because you have an actual question, it’s not: "How do I set this up? How do I get on Slack?” It's all just magically there. When you double down on those experiences, you don’t have to say, "Hey, we love customer experience and it's in our DNA," you just see it. You see the quality in an Apple product or the ease-of-use of a Tesla and without necessarily marketing, it becomes viral.
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CISO in Software, 51 - 200 employees
Employees don't really care what the backend looks like. They care about whether their laptop works and whether they get good support really fast and access the applications that they need. As long as they can do that and there's no problems, then they're happy as clams and will give you good ratings.
2
Director of Technology Strategy in Services (non-Government), 2 - 10 employees
Get out and walk the floor to find out what pain points exist.

Don't assume, or hide behind surveys. The only way to know what's going on is to talk to people.
3
Head, Information Security and Compliance in Finance (non-banking), 1,001 - 5,000 employees
SLA with internal customers
1

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